Refund policy

Amendments and cancellations

If you need to amend or cancel your order, contact us as soon as possible via email at info@cocoatrading.co.uk. If your order has not yet been dispatched, and if no personalised products have been completed but not yet dispatched, we may be able to amend or cancel the order. This remains at the discretion of The Cocoa Trading Co. If personalised products have been completed but not yet dispatched, the order will not be able to be amended or cancelled. As all our products are perishable, all dispatched orders are unable to be cancelled. You have no right to cancellation under the Consumer Contracts Regulations 2013.

 

Refunds

Where we accept a cancellation or amendment of your order, we will issue the appropriate refund for either the whole order or amended component of the order within 28 days of confirmation. Refunds will be issued to whichever payment method was used to make the initial payment. If gift vouchers have been used, then refunds will be issued in gift vouchers. No cash alternative is available. 

 

Exchanges

Due to the perishable nature of the goods, we are unable to offer exchanges.

 

Confirming a cancellation or amendment

If you would like to cancel or amend your order, please email info@cocoatrading.co.uk or contacting us by phone on 01425 614492. Include your order number and any other relevant information to help us process your request as efficiently as possible. We will confirm any cancellations or amendments by email.

 

Damaged goods/product issues

If the goods should reach you in a manner in which they were not described or damaged, please notify us as soon as possible. We require confirmation as to whether you would require a replacement or refund. If you would like either replacement goods or a refund, you must return the goods to us in the original packaging and, so far as is reasonably practicable, in an unopened form. All returns must come with confirmation of the order number. Refunds will be issued upon receiving the goods at our end and refunds will include reasonable postage costs for the returns, provided proof of postage and costs can be provided. We strongly advise you obtain proof of postage from the Post Office as we cannot accept responsibility for parcels that are not delivered. We are unable to issue refunds or returns if we do not receive the products as outlined above.